Senior Technical Support Analyst, Trilogy (Remote) - $60,000/year USD at Crossover

At most organizations, customer support operates inefficiently and underperforms. Engineers often spend time on routine, repetitive issues or face challenges beyond their limited scope of knowledge. Research indicates that more than 60% of support tickets require escalation because frontline teams lack the necessary expertise to address them effectively.

Trilogy operates differently. With responsibility for over 100 enterprise software products, we have transformed customer support through sophisticated AI technology. Our AI-powered chatbot resolves the majority of standard issues, which means our engineers focus exclusively on the most intricate and demanding challenges. Every ticket you handle will be complex, diverse, and demand inventive problem-solving.

This position offers no room for gradual onboarding or frequent supervision. If you require continuous direction, find self-directed learning difficult, or often ask questions with readily available answers, you will not succeed beyond the first couple of weeks. The role demands a self-starter mentality, rapid adaptability, and the determination to resolve problems without assistance.

If you are prepared to confront the most challenging issues in customer support, this opportunity will propel your professional development faster than any alternative. You will develop exceptional technical knowledge spanning an extensive product ecosystem while playing a direct role in upholding Trilogy's standard of excellence. If you are willing to test your capabilities, we encourage your application.

What You Will Be Doing

• AI-Enhanced Customer Issue Resolution: Evaluate complex escalated tickets from AI systems, apply specialized human judgment where AI capabilities are insufficient, and subsequently refine the AI system to address similar challenges
  
  

What You Won’t Be Doing

• Spending a full two months ramping up; you are expected to become productive across multiple products within your first month (we recognize this timeline is demanding)
• Depending on managers for support; if you cannot remove obstacles independently, this role will present significant difficulties
  
  

Senior Technical Support Analyst Key Responsibilities

• Combine advanced human technical knowledge with AI technology to provide outstanding customer support, concentrating on sophisticated issues that AI systems cannot yet independently resolve
  
  

Basic Requirements

• A minimum of 3 years total experience in technical customer support positions
• Expert-level proficiency with generative AI tools (i.e., working knowledge of multiple AI platforms, capability to automate processes and build custom GPTs); if your AI usage is limited to research, education, ideation, or content creation, this will not meet our standard
  
  

About Trilogy

Hundreds of software businesses run on the Trilogy Business Platform. For three decades, Trilogy has been known for 3 things: Relentlessly seeking top talent, Innovating new technology, and incubating new businesses. Our technological innovation is spearheaded by a passion for simple customer-facing designs. Our incubation of new businesses ranges from entirely new moon-shot ideas to rearchitecting existing projects for today's modern cloud-based stack. Trilogy is a place where you can be surrounded with great people, be proud of doing great work, and grow your career by leaps and bounds.

There is so much to cover for this exciting role, and space here is limited. Hit the Apply button if you found this interesting and want to learn more. We look forward to meeting you!

Working with us

This is a full-time (40 hours per week), long-term position. The position is immediately available and requires entering into an independent contractor agreement with Crossover as a Contractor of Record. The compensation level for this role is $30 USD/hour, which equates to $60,000 USD/year assuming 40 hours per week and 50 weeks per year. The payment period is weekly. Consult www.crossover.com/help-and-faqs for more details on this topic.

Crossover Job Code: LJ-3330-CA-Mississa-SeniorTechnica.007